Kentucky Lottery Corporation
Reviews and Complaints

The following is the letter that I wrote to Mary Harville the President & CEO of the Kentucky Lottery.

September 18, 2023

To: Mary Harville (President & Ceo)

Good morning, I'm writing this letter to you because I have tried repeatedly to get help. On 09/08/2023 I played the online game called Payout Peak associated with the Kentucky Lottery. I am a regular player, and I know my limits when it comes to spending money playing the lottery.

On this day I played the a $5.00 dollar game more than once, but on one of the games the character that I used reached the top of the mountain. I was so surprised and happy that I just sat at my desktop and starting thanking God. The game showed me that I had won the top prize of $45,000 dollars, but I only received $5.00 dollars. I was shocked and in disbelief that I was not paid the top prize that this game advertised.

I checked my lottery account all day waiting to receive the money, but nothing. So I called the customer service to find out what was going on. The gentlemen I spoke with was very polite and apologized for the inconvenience. He asked me did I take a screen shot of the game when I had won? I did not take a screen shot because no were in the guidelines that is not required. After walking him through the game on how I had won, he told me that he would put an escalated ticket to get this resolved.

Today is 09/18/2023 and I have called every day and I still have not been paid the money that I rightfully won. I was given a claim number of (usplay-19044). I have did my research on the Kentucky Lottery, and I know that it is through players like me that support the lottery that we pay the salaries of each employee.

If there was a glitch in the system that day that caused me to win, this is not my fault. The graphic designers, game programers, and I.T departments all get paid good money to keep the games working properly.

I believe that if this had happen to anyone else including you, you would want to be paid the money that the Lottery system produced.

I realize that you are busy, but I have not been able to get this matter resolved. I called customer service again this money and the young lady stated that the case is still open and under review.

Your help is greatly appreciated.

Pauline Howar

1914 Covey Trace Rd

La Grange, KY 40031

[protected]

[protected]@gmail.com

Cont.

As of 09/27/2023 I have continued to call customer service and I still get the same answer that the claim is still open, and the I.T department is still working on it. I even sent the Director of Technical Services an email explaining that if he would contact me that I could tell him were the issues that occurred with the online game that I played. I have asked for a supervisor to call me, but still I have not received a phone call or anything.

I'm not understanding how the Kentucky Lottery pulls in all this money from players like me, and their employee's get paid top dollars and they can't solve the problem. The salaries that these people receive are no small amounts, but when it comes to helping the players, they will not respond.

It would be different if I had cheated or something, but I won the money honestly through the online game.

Has there ever been an audit done on the entire Kentucky Lottery company? There is something truly wrong, and there needs to be action taken.

I play the same game every day or so, so now I notice that I.T has found the glitch in the game and now the game is working a lot differently. So, what is happening? are some of the employee's just clocking in and not monitoring the games? Something needs to be done.

When we won on a lottery game the ticket was over 600 so we had to give all our info and for no reason at all the

Lottery who uses a neighborhood gas station to check our name info to cash our ticket Kentucky lottery said deny, Now after reading numerous theft by the lottery, never accountable or sorry " Now A clear ticket win, they are making us go through hoops and stop our win to get it to drive all the way to Louisville KY no other Office in Kentucky.. chances of stealing broke people's winnings

Very high in Kentucky... We are talking with a lawyer an a media outlet in Ky Louisville and they agree the hoops and failures in the system faulty dening pay outs is out of control... We should not have to drive that far to prove our self... There's no reason to deny.. and another thing don't believe them... They have a system that denies everyone the first try the, get there winnings... This lottery and all the complaints should make the Govenor angry... This has to stop... I want my

Winnings I clearly won... and A lawyers helping us.. the system is sending many we are tired of million dollar corps... Treating us like they can steal our winnings!

I put 20 dollars on kentucky online lottery played the 20 on 20 dollar ticket on keno with the numbers 1 and 35 they came in twice but never credited for it and my game history says i played nothing but when i called they said they could seen were i played keno and i couldn't on the app.

About a month ago I had deposited $150 onto my kylottery app. They money came off my debit card but it wasn't on my account thru ky lottery. I called the debit cards customer service and they said the money was taken off and it was received thru the ko lottery app. I get back onto the kylottery app and we'll its still not on there. I've tried emailing them but everytime I do, the website crashes. I need tht money back so idk wat to do. Please help!

Jan 7th and numerous times after I have reported that a 20$ Igift purchased was not recognized. It's now the 21st and not even an update on issue, and just keep getting the same were looking into it.this is now the second time since become an online player this has happened...I also have made transactions that have never been honored...and only told check tran history, however each time I do...I receive an error code about keno trans history error..check later. This is really unsatisfactory, I am *** and this is how I am able to participate in Lottery.. .

On May 7th, I received a confirmation e-mail from the Kentucky Lottery stating that I had made a winning lottery (Keno) withdrawal request of $175 and that the funds would be deposited into my banking account within 1-5 business days. When the funds never appeared, I called the listed "help" line and was told to wait longer as sometimes these things take longer. Since that time, I have called the Kentucky Lottery on seven additional occasions only to be passed off to a company that allegedly handles their financial transactions. I was told a "ticket" was opened and the issue would be resolved shortly. I called again on June 1st and was told by the help person that he would "escalate" the case and call me back. That never happened. I have contacted them by e-mail and they sent a reply that they would contact me within 48 hours. That never happened. It has now been one month, 8 phone calls, and 2 e-mails since I requested the withdrawal and there still has been no payment.

I had been having trouble with the Ky Lottery, not showing winnings, not accepting I-gifts, taking 4 days instead of 24 hrs to increase limits, being told I had met my weekly limit when I hadn't, told different dates for their new week, either Sunday or Monday, then I was told it was Sunday for others but Monday for me. More than one deposit made at the very same time, showing I had play maybe 6 games all at the same time. Having to sign in again when I would go from instant games to draw games. On the transactions I was sent it showed failed by a lot of deposits, when asked what that meant got no response. When I asked them to help look into these problems I received a phone call telling me they had closed my account and I could never play on line again. Then I got an e-mail saying I had been in violation of the sites code. The trouble was with their system which I had no control over. So why was I in violation and not them? Two agents checked and saw that I hadn't met the limit 1 wk